What Are The Three Phases That Hotels Typically Undergo When Developing Customer Service Strategies

The Guest Cycle in the hotel with Four Stages and Diagram

What is Hotel Guest Cycle?

The guest life cycle is how guests to a hotel feel the hotel. It starts with an enquiry and ends with client satisfaction. Guest Wheel can be divided into iv primary stages 1. Pre- Inflow, 2. Arrival, three. Occupancy, 4. Departure. Within these 4 stages, there are important task related to guest services and guest accounting. The Front office employees must be enlightened of guest services and invitee accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they accept a articulate agreement of the catamenia of business in the hotel. Guest Bicycle besides represents a systematic approach to front office operations.

Hotel Invitee Bike
Stages	Activities
1. Pre-Arrival	Reservation, Reconfirmation, Pickup request, Pre Arrival Letter
two. Arrival	Doormen, Bell Desk, Travel Desk, Registration, Room Assignment, Issuing of Key, Baggage Handling, Welcome Letter
three. Occupancy	Safe Deposit, Telephone Calls, Concierge, Travel Desk, Currency Exchange, Mails
4. Departure.	Bill Settlement, Key Return, Bell Desk, Travel Desk, Concierge, Bank check-out, Give thanks-you Letter

Diagram for Hotel Guest Cycle

Guest Cycle, Hotel Guest Cycle, Resort Guest Cycle, Diagram for guest cycle, Explanation about guest cycle in hotels, 1-Pre- Arrival, 2-Arrival, 3-Occupancy and 4-Departure.

1. Pre - Inflow

The Guest chooses a hotel during the pre-inflow stage of the guest wheel. Choice of the guest can exist affected past many factors, including previous experiences with the hotel, advertisement, word of mouth referral past friends and colleagues, location, corporate, travel agent booking, hotel proper noun, hotel loyalty programme member etc.

The guest's determination of making the reservation can also be affected by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room blazon, room rate, recreational facilities and other attractions almost the hotels etc.

We can certainly call the reservation area as the sales office for non-corporate or group bookings. Its employees should be sales orientated and present positive, strong image of the hotel.

If a reservation can be accustomed, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest bike. This reservation contains details of the invitee specific request which volition help the hotel to provide the guest with personalized service during his stay.

The details which are collected during the reservation also helps the hotel to consummate pre-registration activities like assign room according to guest request, room rate to be charged to the guest folio during the grade of stay etc.

Although the reservation details assistance in providing guests with anticipatory service the principal objective of making the reservation is to brand sure that room will be available when he arrives at the hotel.

2. Inflow

The arrival stage of the guest bike includes registration and room assignment process. Afterward the guest arrives, he or she establishes a business concern human relationship with the hotel through the front office. Information technology is the forepart part staff responsibility to clarify whatsoever query of the guest especially the details of room charge per unit of packages he/she is booked on.

Front end office staff should decide the guest's reservation condition before first the check-in/registration process. Guest with reservation and guest without reservation commonly known every bit walk-ins also provides an opportunity for business for front desk staff.

A Registration card or Reg. menu is printed and completed at the time of bank check-in, which will help the forepart desk to collect essential information. The reg. card should contain details like billing instructions, reservation details, number of adults and children occupying, address, passport and visa for foreign nationals, full address, personal details and credit card details. Considering the guest and hotel gain certain legal benefits it is mandatory to get guest signature on the registration card.

The registration procedure is complete once a method of payment and the guest's departure date have been confirmed and duly signed past the guest. The guest may exist given a room key and direction to the room or escorted by the guest service associate or guest service director.

When the guest checks-in to the room the occupancy stage of the guest cycle begins.

3. Occupancy

The manner in which the front office staff represents the hotel is important during the occupancy stage.

As the main contact centre for hotel activity, the forepart function is responsible for coordinating guest requests. Amongst those providing information and supplies to the guests.

Front end desk should take extra care to answer to the invitee in a timely and accurate style. The main focus of the front desk staff is to provide anticipatory service and to see or exceed the guest'due south expectations. This will encourage the guest to echo to the hotel.

Security is as well a main important concern during occupancy of the guest. Issues like protection of funds and valuables are among those. The front desk should also follow the hotel standard operating procedure for handling the hotel and guest keys, belongings surveillance, safe eolith boxes, guests personal property, and emergencies are also important.

A diverseness of charges restaurant charges, telephone, internet, travel desk etc. during the occupancy stage touch guest and hotel account. Most of these charges volition be posted to the guest account co-ordinate to front end office posting procedures. And also in most cases, the Room charges are the single largest charge on the guest folio.

Other front part financial tasks during the occupancy stage are to verify the charges posted to the invitee business relationship and checking guest accounts against the credit limit.

4. Departure

Guest services and guest accounting aspects of the guest wheel are completed during the cycle's fourth and final stage ie departure.

At Departure, the invitee vacates the room, receives the accurate argument of the settled accounts, returns the room keys and leaves the hotel. One time the guest has checked out, front end role updates the rooms availability status and notifies the housekeeping section. ( For hotels using Belongings management software the status of the room is updated automatically ).

At this phase forepart office as well collect the feedback of the guest experience in the hotels past handing over the guest feedback form.